Frequently asked questions and concerns highlight violations and reservations errors this month.
Complaints Concerning Violations
Many customers call or write to us about violations they think are unwarranted. They mistakenly believe that by doing so, their violations will be removed. The mechanism for removing violations does not start until you receive a written "Notice of Suspension." The notice includes a listing of each trip that was cancelled late, or was a "no-show."
You are not suspended when you receive the notice. But that is the point at which you begin to appeal the suspension. It cannot be done before that. At that time you can dispute the violations you received by appealing in writing or by requesting an in-person hearing. Your AAR service will not be suspended unless your appeal is unsuccessful or you do not respond to a Notice of Suspension.
Keep records and documentation relating to your travel on AAR in case you receive a Notice of Suspension.
Have you ever been taken to E. 44th Street in Manhattan instead of E. 44th Street in Brooklyn; had an AAR vehicle arrive to pick you up at 9 a.m. when you requested a 9 p.m. pick-up; requested a trip with a guest or your PCA only to find on the day of your trip that the AAR driver�s manifest didn�t indicate your guest or PCA? Read on!
On rare occasions, mistakes happen. Some errors may be due to a problem with our computer system. Most times, customers or reservationists cause the problem by supplying or entering incorrect data. Next time you make a reservation, listen carefully when the reservationist repeats your trip information. This is your opportunity to correct mistakes in the trip information before the trip is confirmed.
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